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eGain Connects with IBM Watson Assistant for Smarter Service #contactcenterworld Per Gartner, less than 10% of customer service journeys are fulfilled using self-service, which is why it is critical to integrate chatbots with human-assisted service channels such as live chat. Beyond offering its own eGain Virtual Assistant, eGain’s BYOB architecture facilitates seamless connection of eGain’s knowledge automation platform with partner-provided conversational assistants. "Our BYOB architecture enables clients to compose differentiated and assured customer experiences across eGain capabilities and our ecosystem partner solutions," said Ashu Roy, eGain CEO. "Our new connector enables IBM clients to get more value from their existing Watson Assistant investment." #contactcenterworld
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